Refund policy

1. Australian Consumer Law

Scooter Bike Hub operates in accordance with the Australian Consumer Law (ACL) and respects all consumer guarantees provided under Australian law.
Depending on the circumstances, you may be entitled to a repair, replacement, or refund where:
  • The product has a major manufacturing fault
  • The product materially differs from its description in a way that can be objectively verified
  • The product is not reasonably suitable for its intended purpose
To assess a claim, we may request supporting evidence such as photographs, videos, or an inspection of the product.
Nothing contained in this policy is intended to restrict, exclude, or reduce any rights or remedies available to you under the Australian Consumer Law.

2. Change of Mind Returns (Non-Faulty Items)

We may accept returns for change of mind where all of the following requirements are satisfied:
  • The return request is made in writing within 7 calendar days from the confirmed delivery date
  • A Return Authorisation (RMA) number has been provided before the product is sent back
  • The product remains unused, unassembled, and suitable for resale in its original condition
  • All original packaging, accessories, parts, and other included components are returned with the product
  • The customer is responsible for return freight unless a different arrangement has been confirmed by us in writing
Scooter Bike Hub may reject a return or reduce the refund amount where the returned product is:
  • Used
  • Damaged
  • Incomplete or missing components
  • Returned without its original packaging
Any return sent to us without an approved RMA may be rejected.

3. Exchanges

An exchange for another product may be requested, provided that the following conditions are met:
  • The exchange request is submitted within 7 calendar days of confirmed delivery
  • A Return Authorisation (RMA) has been issued before the original product is returned
  • The original product is unused, unassembled, and in resaleable condition, with all original packaging and components included
The replacement product will be arranged after the returned item has arrived at our warehouse and successfully passed inspection.
Where there is a difference in price between the original and replacement products:
  • If the replacement product costs more, the customer will be required to pay the additional amount
  • If the replacement product costs less, the price difference may be refunded to the original payment method
Additional freight or delivery charges may apply to exchange orders.
Scooter Bike Hub may decline an exchange where the returned product does not satisfy the applicable return requirements.

4. Refund Processing

A refund will only be processed once:
  • The returned product has arrived at our warehouse, and
  • Our team has completed the inspection and approved the return
Returned products are generally inspected within 7 business days after they are received.
Once approved, the refund will be made to the same payment method originally used to place the order.
Additional time may be required for the refund to appear in your account depending on your bank or payment provider.

5. Oversized Item Collection (Goodwill Assistance)

Where a product is oversized, Scooter Bike Hub may assist with arranging collection as a goodwill service.
The timing and availability of any collection service will depend on factors including:
  • Availability of suitable freight carriers
  • Operational and logistics planning
  • Freight conditions applicable to the customer's region
Due to the nature of oversized freight, additional time may be required to organise collection depending on the delivery location and available logistics services.
If a customer does not wish to wait for our collection arrangement, the product may instead be returned using an appropriate freight provider selected by the customer, provided RMA approval has first been obtained.
A delay in arranging collection does not, by itself, provide grounds for a refund before the product has been returned.

6. Return Timeframe After RMA

Unless another timeframe has been agreed with us, an approved return must be dispatched within 7 calendar days from the date the RMA is issued.
If the product is not dispatched within the agreed return period, Scooter Bike Hub may cancel the return request.

7. Not as Described Claims (SNAD)

If you believe the product received is significantly different from its description, you must contact us within 7 days of delivery and provide clear supporting photographs or videos.
A “not as described” claim refers to a material and objectively verifiable difference relating to specifications such as:
  • Model
  • Size
  • Colour
  • Material
  • Quantity
  • Missing components
The following circumstances are not generally considered to constitute a “not as described” claim:
  • Differences caused by lighting conditions or screen/display settings
  • Variations falling within normal manufacturing tolerances
  • Personal or subjective preferences
  • Differences relating to assembly
Where a claim is submitted, depending on the circumstances, we may arrange:
  • Repair
  • Replacement
  • Exchange
  • Return of the product for inspection before a refund is issued

8. Custom & Made-to-Order Items

Products that are customised or made to order are subject to the following conditions:
  • They cannot be cancelled once production has started
  • They cannot be returned solely due to a change of mind
  • They continue to be protected by the Australian Consumer Law where a manufacturing defect is confirmed

9. Refused Delivery

Where a customer refuses delivery without a valid reason:
  • The original outbound freight charge will not be refundable
  • Any return freight and applicable handling costs may be deducted from the amount refunded

10. Transit Damage (Regional / Remote Deliveries)

For orders transported by third-party freight providers, any transit damage must be reported to us within 48 hours of delivery.
To support the assessment of the claim, customers must provide:
  • Photographs of the affected product
  • Photographs of the product packaging
The original packaging must also be kept where it may be required for inspection.
If transit damage is verified:
  • We will provide an appropriate repair, replacement, or refund in accordance with the Australian Consumer Law
  • Where a replacement product is provided, we will cover the freight cost of delivering the replacement
  • Original outbound delivery fees are generally not refundable where the delivery service has already been completed, except where a refund is required under the ACL

11. Delivery Confirmation

An order will be regarded as delivered once delivery has been confirmed by either:
  • Tracking or delivery confirmation provided by a third-party freight carrier, or
  • A delivery record created by Scooter Bike Hub’s internal delivery team, which may include a customer signature, delivery photograph, or recorded delivery timestamp
Once delivery has been confirmed through either of the above methods, the order will be treated as successfully delivered and fulfilled.

12. Chargeback & Dispute Resolution

If you experience an issue with an order, you are required to contact our Customer Service team in the first instance so that we have an opportunity to investigate and resolve the matter.
Where appropriate, we will work to address concerns through repair, replacement, exchange, return, or other suitable arrangements.
If a chargeback is commenced while a delivery, return, collection, or product inspection is still in progress, Scooter Bike Hub may dispute the chargeback and submit relevant supporting evidence, which may include:
  • Order confirmation records
  • Delivery documentation
  • Communications with the customer
  • Evidence relating to compliance with this policy

13. Contact Us

If you have any questions regarding a return, refund, exchange, or product-related concern, please contact our Customer Service team.
Email: customerservice@scooterbikehub.com.au
Phone: (02) 8551 3212